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Kayako Review

Jul 21, 2010 | | 0 comments

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Kayako is a web-based help desk provider based in Penjab, India, and with an office in Boise, Idaho in the United States. The company has over 30,000 customers worldwide, from small businesses to large enterprises to government agencies. Kayako operates as an active participant in online networks. In fact, a growing community of developers and communities produces third-party additions for the Kayako help desk suite.

Kayako offers turn-key software either as on-premise or on-demand. Kayako help desk software comes in three classes: eSupport, LiveResponse, and SupportSuite. LiveResponse and eSupport vary slightly in modular offerings, while SupportSuite is a comprehensive application suite that encompasses all of the services included in both.

Kayako Key Features

Kayako SupportSuite’s array of core help desk features includes:

  • Ticket support system: an organized ticket management system that compiles emails, messages, or other queries.
  • Email management: set up automated rules for processing POP3 or IMAP emails into tickets.
  • Desktop ticket alert (Kayako InstaAlert): receive immediate notifications for any new tickets or ticket updates.
  • Live chat: converse directly with customers through most web browsers. This module includes support for multiple user chats, desktop sharing, chat transfers, and other features.
  • Real-time visitor monitoring: gain a live view of visitors to your website and receive or offer chat requests.
  • Agent desktop application: integrate Kayako applications in a single desktop interface.
  • Knowledge base management: Offers customers a directory of information so they can help themselves. The knowledge base suggests relevant articles as soon as a query is entered.
  • Troubleshooting guide creation: create step-by-step troubleshooting tutorials.
  • News sharing: build a news sharing network through which a user can receive articles, publish articles to an RSS feed or a mailing list, and send news articles through ticket auto-responses.
  • Content publishing: maintain a file directory, from which you can attach content to ticket responses.
  • Contact management: a searchable database for all contacts. This can be synchronized with Microsoft Outlook through Kayako SyncWorks.
  • Calendar management: a calendar to manage appointments. This can also be synchronized with Outlook.

eSupport includes all core features except for the live chat, visitor monitoring, and the agent desktop application. LiveResponse includes everything except for the ticket support system, email management, and desktop ticket alerts.

There are also supplemental products that can be added on to the solution:

  • Kayako InstaAlert: this application is already bundled with eSupport and SupportSuite. There is also an additional upgrade to InstaAlert Pro.
  • Kayako SyncWorks: Synchronize tasks, contacts, and appointments with Microsoft Outlook.
  • KayakoMobile: Access the ticket management system through a mobile device application.
  • SMS Gateway: Send text message ticket alerts to staff.

Furthermore, there are community-developed extensions from third parties that can be downloaded for the help desk solution.

Kayako Highlights

  • Kayako provides plenty of self-help resources with the knowledge base, which automatically draws up relevant articles and the troubleshooting guide maker, through which employees can script step-by-step guides. Content can be shared freely between customer service agents and the clients. These resources eliminate the common questions that would otherwise clog customer lines.
  • Along with its products, Kayako offers technical and installation support through email and live chat that’s available 24 hours a day during the workweek. Kayako also has a considerable community forum base from which users can find guidance or community-created add-ons.
  • If you are switching help desk systems, Kayako also offers its Impex application, which automatically imports data over to the Kayako solution. Impex is compatible with Cereberus, OTRS, Zendesk, DeskPro, Peridesk, SitePanel 3, and SupportTrio.
  • Kayako SupportSuite is offered at $49.95 per month or $499.95 per year as a hosted solution, and at $39.95 per month or $299.95 per year or $499.95 outright for on-premise licenses. LiveSupport and eSupport are somewhat cheaper. Kayako also offers a free 30-day trial. Add-ons can be downloaded for free.

Kayako Technology

Kayako solutions can run on Linux, FreeBSD, Solaris, or Windows operating systems. The Kayako desktop application available in LiveResponse and SupportSuite require Microsoft Windows XP or Vista.

Happy Customers

Symantec, ZDnet, Sun Microsystems, Warner Bros., Skype, FedEx, U.S. Department of Homeland Security, acer, HP, WordPress, DHL, NASADAQ, Vodafone, Harvard University, USGS, Sega, Volvo,Virgina.gov.

Bottom Line

Kayako offers an advanced solution with well-planned features. The software can be adjusted to fit multiple enterprise needs; it is inherently flexible with its features, additions, deployment styles, community base, integrations, and installation service. Kayako provides a quality, comprehensive help desk service.